IT Operation Incident Officer

Job Mission

As part of the activities of HPS's payment services, it manages and oversees the incident management process until resolution and the reliable restoration of services, while ensuring compliance with SLAs.

Job Purpose

MA001

Ensure the management and communication throughout the lifecycle of incidents in order to guarantee their proper handling.

A0011

Ensure the supervision of the incident management process and the team members involved in incident resolution.

A0012

Ensure the response to a reported service incident, identify its cause, and initiate the resolution process.

A0013

Collaborate with technical teams to ensure that all protocols are followed diligently.

MA002

Ensure the establishment and management of the crisis team for major incidents in order to guarantee their prioritization.

A0021

Ensure the management of the incident team members by reallocating workloads and rescheduling non-urgent tasks.

A0022

Ensure the adaptation of the incident management process as needed to ensure its effectiveness.

A0023

Ensure reporting related to incident management in order to keep users and management informed.

A0024

Ensure the facilitation of incident and problem follow-up committees.

A0025

Ensure the communication of Post-Mortem reports related to major incidents in collaboration with the teams.

A0026

Ensure the follow-up of reporting related to incident management.

MA003

Ensure the documentation of incidents in order to develop a knowledge base.

A0031

Ensure the recording of all incidents and their resolution to identify recurring issues.

A0032

Ensure the production of documents describing incident protocols and recurring resolution procedures.

Required Competencies

Explanation of levels of competencies

1- Beginner

2- Intermediate

3- Advanced

4- Expert

Knowledge and Expertise

Job Skills

SC191

Electronic Payment

PP361

IT Incident Management Techniques

SC016

Network Architecture

PP211

Writing Techniques

SC116

Network and Security

PP311

Ticketing Tools

SC256

Supervision Platform

SC031

Database

SC321

Proficiency in English